Eureka Pet Co · Australia (Hybrid or Remote)About the jobLocation: Hybrid preferred (2 days per week at our dog-friendly Brookvale HQ and 3 days from home), with fully remote an option for the right personLove dogs, love people, and love making things work better?
You'll fit right in.About UsWe're Eureka, a next-generation pet wellness company on a mission to improve the way dogs eat and thrive.
Founded in ****, we've grown fast by doing things differently.
We make Australian-made, air-dried dog food focused on quality ingredients, wild proteins and nutrition, with no fillers and no compromises.In a few short years, we've:Onboarded 80,000+ Aussie dogsScaled to 7M+ meals delivered annuallyBuilt a subscription-first direct-to-consumer business with thousands of 5-star reviewsRaised capital from some of the brightest minds in petVertically integrated our manufacturingCreated real-world native habitat conservation through our supply chainOur culture is humble but hungry.
We're results-driven, data-led and built for speed.
We work hard, have fun and keep things practical.
No corporate speak.The RoleWe're looking for a Customer Care Specialist to be a key part of the experience we deliver to thousands of pet parents.You'll help customers across email, live chat and phone, handling everything from orders and subscriptions to deliveries and product questions.
You'll be part of a lean, hands-on CX team that cares about getting the details right, solving problems quickly and making every interaction feel personal.Beyond day-to-day support, you'll help us improve how we work by identifying customer pain points, refining our knowledge base and using technology and AI to make customer care smarter and more effective.What You'll DoSupport customers across email, live chat and phone, primarily through GorgiasResolve account, subscription,



order and delivery issues with care and efficiencyAnswer product and feeding-related questions using our internal resources and guidelinesWork closely with Ops to ensure orders are dispatched and delivered smoothlyBuild and maintain our Customer Care knowledge base and improve support processesIdentify patterns in customer feedback and share insights with Product, Ops and MarketingHelp train and improve AI tools to support customer care and team efficiencyTrack customer experience trends and contribute to ongoing improvementsAbout YouPassionate about dogs and genuinely enjoy helping peopleStrong written and verbal English, with a warm, clear and confident communication styleCustomer-facing experience, including handling tricky conversations and finding practical solutionsOrganised, proactive and comfortable managing competing prioritiesDigitally savvy and quick to learn new tools and systemsEnjoy improving processes, spotting trends and finding better ways to workExperience with Gorgias, customer support platforms or AI tools is a bonus , not a requirementWhat You'll GetFlexible working arrangements, with 2 days a week at our dog-friendly Brookvale HQ and 3 days from home, or fully remote for the right personA dedicated learning and development budget, including hands‐on training in AI toolsStaff allowance of Eureka air dried for your best mateThe opportunity to contribute to a mission‐led company that cares about both dogs and the planetA smart, low‐ego, execution‐first team that backs each otherThis Role Is for You If...You love helping customers and making their day a little easierYou can stay calm, kind and solutions‐focused when things get trickyYou enjoy working in a fast‐growing business where there's always something to improveYou're curious about technology and excited to explore how AI can make customer care betterYou want to make a real impact rather than get lost in a big corporate teamA Note on InclusionEureka Pet Co is an equal opportunity employer.
We're committed to building a diverse, inclusive team and will work with you to ensure accessibility at every stage.
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📌 Customer Care Specialist (Sydney)
🏢 Eureka Pet
📍 Sydney